The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design

Function evaluation; Manufacture; Mathematical transformations; Quality function deployment; Quality of service; Sales; Surveys; Customer need; Customer services; Mathematical approach; Quality function deployments (QFD); Service centres; Service industries; Service Quality; Technical requirement; C...

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Main Authors:	Mohamed Sahari K.S., Hasini H., Megat Hamdan A.M., Syahmi A.Z.
Other Authors:	57218170038
Format:	Conference Paper
Published:	EDP Sciences 2023
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Institution:	Universiti Tenaga Nasional

id	my.uniten.dspace-23045
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spelling	my.uniten.dspace-230452023-05-29T14:37:34Z The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design Mohamed Sahari K.S. Hasini H. Megat Hamdan A.M. Syahmi A.Z. 57218170038 6507435998 57198358906 57198359397 Function evaluation; Manufacture; Mathematical transformations; Quality function deployment; Quality of service; Sales; Surveys; Customer need; Customer services; Mathematical approach; Quality function deployments (QFD); Service centres; Service industries; Service Quality; Technical requirement; Customer satisfaction This study has been carried out to analyze the dispositional source of satisfaction through the juxtaposition of Quality Function Deployment (QFD) and Service Quality (ServQual) in the service industry. ServQual is one of the famous tools to measure the customer satisfaction. The customer satisfaction is measure through five dimensions, which are reliability, assurance, tangible, empathy and responsiveness. QFD is one of the mathematical approach to transform the customer needs into technical requirements. The difference between these two models is, ServQual evaluates the priorities of the basic customer needs, which within these five dimensions, which one is the most important and which one is the least important, according to responds obtained from the customer. Meanwhile, for QFD evaluate the priorities of technical requirement of service that will be able to satisfy the customer. The study has been carried out at one customer service centre in Bangi. The study applies ServQual methodology to measure the customer satisfaction after the service has been delivered through its five dimensions. The QFD methodology is used as one of the mathematical approach to transform the customer needs into technical requirement and evaluate the priorities of technical requirement of service that will be able to satisfy the customer. The results show ServQual and QFD ought to be consolidated to get alternate points of view regarding the behavior of the customers. Acted as variables to quantify in terms of the contentment felt by the customers in the service quality. Besides, it has a distinctive methodology to help service industry being able to gauge the satisfaction of customers. Together they give an intense instrument that is not exclusively will reveal whether the customer satisfaction is fulfilled or not, but rather additionally how great the distinction of the service is as well as the level of competence the organization functions. In addition to that, it will let the companies in the service industries know that they should take action in order to enhance the service quality and along these lines to make the customers satisfied. Through the theoretical base questionnaires, as both of the juxtaposition approaches' analysis, the main priorities need to be taken into consideration is 'facilities' in service centre. The service centre needs to ease the customer in whatever their purpose to come to the service centre and make them comfortable enough. While, the factor 'Ease of contact' is become the vital consideration in ServQual before integrating towards QFD. These elements are the improvement needed by the service centre to look into details in order to increase and grab more attention towards customer satisfaction. � 2017 The Authors. Final 2023-05-29T06:37:34Z 2023-05-29T06:37:34Z 2017 Conference Paper 10.1051/matecconf/201713500034 2-s2.0-85036465572 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85036465572&doi=10.1051%2fmatecconf%2f201713500034&partnerID=40&md5=327daf99041fb5c97d58c98f4c6cb739 https://irepository.uniten.edu.my/handle/123456789/23045 135 34 All Open Access, Gold, Green EDP Sciences Scopus
institution	Universiti Tenaga Nasional
building	UNITEN Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Tenaga Nasional
content_source	UNITEN Institutional Repository
url_provider	http://dspace.uniten.edu.my/
description	Function evaluation; Manufacture; Mathematical transformations; Quality function deployment; Quality of service; Sales; Surveys; Customer need; Customer services; Mathematical approach; Quality function deployments (QFD); Service centres; Service industries; Service Quality; Technical requirement; Customer satisfaction
author2	57218170038
author_facet	57218170038 Mohamed Sahari K.S. Hasini H. Megat Hamdan A.M. Syahmi A.Z.
format	Conference Paper
author	Mohamed Sahari K.S. Hasini H. Megat Hamdan A.M. Syahmi A.Z.
spellingShingle	Mohamed Sahari K.S. Hasini H. Megat Hamdan A.M. Syahmi A.Z. The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design
author_sort	Mohamed Sahari K.S.
title	The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design
title_short	The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design
title_full	The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design
title_fullStr	The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design
title_full_unstemmed	The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design
title_sort	dispositional attribution of customer satisfaction through the juxtaposition of qfd aand servqual in service industry design
publisher	EDP Sciences
publishDate	2023
_version_	1806427544342233088

The Dispositional Attribution of Customer Satisfaction through the Juxtaposition of QFD Aand Servqual in Service Industry Design

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